End User Support Technician

Are you an End User Support Technician searching for new experiences? As a leading Trane® independent office, Brady brings efficient, reliable, and secure building solutions throughout central and eastern North Carolina. We take pride in all we do and in our Associates which is why we offer competitive pay and compensation, benefits, growth opportunities, and more!

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Process, troubleshoot, and resolve incidents and service requests within defined SLAs through the IT Help Desk system, including but not limited to, end-user workstations (laptop/desktop), mobile devices, desk phones, peripherals, and software
• Monitor and manage the IT Help Desk ticketing queue, and escalate to the appropriate support team, when necessary, to facilitate resolution
• Answer and field incoming calls and requests to the IT Help Desk via other communication methods
• Provide hands-on and remote support to end users, with an emphasis on outstanding customer service
• Communicate technical concepts and information to end users of varied skill levels, from novice to advanced, in a clear manner that is tailored to their level of understanding
• Perform setup and deployment of end-user hardware
• Interact closely with end users to understand their needs in relation to software and hardware requirements
• Coordinate support activities with other IT team members and/or vendors, when necessary
• Provide multifunctional printer (MFP) support
• Provide audiovisual (AV) support for onsite conference and training rooms
• Participate in projects, as needed
• Occasionally provide after-hours, on-call mobile device support for select priority users, as needed
• Collaborate with other IT team members and associates
• Comply with standard processes and procedures documentation

WORK HOURS: Monday thru Friday, overtime/weekends as required

BENEFITS & COMPENSATION:

• Competitive pay and bonus
• Affordable Medical, Dental and Vision plans
• Employer sponsored Short- and Long-term Disability
• Employer sponsored life insurance
• 401k with company match
• Paid Time Off
• Career growth & training opportunities

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an Associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to use hands to operate computer keyboard, calculator, and telephone. The associate is frequently required to sit. The Associate is commonly required to stand, walk, and reach with hands and arms. The Associate must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

This position requires typically in an office environment with some work being conducted remotely via technology.

OTHER REQUIREMENTS:                                                                                                                                                    

• Ability to pass drug screening
• Ability to prove US employment eligibility

Qualifications

Minimum Skills and Competencies

• Associate’s Degree in an IT-related discipline, or the equivalent combination of education, professional training, and/or work experience
• Strong written and verbal communication skills
• Ability to make complex technical ideas or situations clear and understandable for all audiences
• Self-starter with a high degree of initiative, mature judgment, and discretion
• Strong focus on customer service to successfully interact with end users and peer teams
• Sound cybersecurity hygiene
• Must perform well in high-energy, dynamic, and team-oriented environments
• Strong knowledge of current Microsoft operating systems and applications
• Ability to coordinate with geographically dispersed teams to achieve planned results

Desired Skills

• Bachelor’s Degree in an IT-related discipline, or the equivalent combination of education, professional training, and/or work experience
• Experience in laptop imaging and provisioning of new systems and devices
• Working knowledge of Microsoft Active Directory (AD) and/or Microsoft Entra ID
• Experience working with an enterprise IT Help Desk ticketing system (ITSM)
• Exposure to Microsoft 365 administration
• CompTIA IT certifications, or equivalent, a plus

Brady strives to provide an environment free of discrimination as part of our mission to care for each other, our customers, and our community. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.